Executive Director, Professional Services

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TTEC Digital

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

📣 Marketing

🤖 Artificial Intelligence

Consulting • Marketing • Artificial Intelligence

TTEC Digital is a leader in customer experience transformation, combining technology and human empathy to enhance customer interactions. With a focus on artificial intelligence, contact center technology, and customer relationship management, TTEC Digital delivers tailored solutions for mid-market digital transformation. Their comprehensive offerings include data analytics, CX strategy and design, and managed services that optimize customer engagements across various industries.

📋 Description

• Manage projects and teams for complex contact center applications. • Own end-to-end project success, customer conversations, profitability, and customer success. • Lead Genesys Cloud implementation teams and customer requirements sessions. • Develop customer, business development, engineering, marketing, and partner relationships. • Lead opportunity qualification, data gathering, solution development, proposal support, RFP responses, solution reviews, and ROI business cases. • Review technical efforts across all project phases. • Explain Genesys platform capabilities and apply them to business needs. • Deliver TTEC's CX Transformation value proposition and provide competitor insights. • Coach and mentor delivery teams and develop talent. • Communicate with and influence executives across business, technology, and partner organizations. • Manage budgets using Agile and waterfall sizing approaches and FinOps.

🎯 Requirements

• Bachelor's degree in computer science, IT, or engineering preferred. • 12 or more years' experience in Contact Center and UC environments. • 7 or more years of Genesys project leadership. • Experience creating roadmaps and documenting end-to-end project approaches. • Experience with Genesys Pure Cloud, Five9, Amazon Connect, Zoom, Cisco, Avaya, NICE CXone, and/or other cloud telephony platforms. • Experience with enterprise-level Genesys Cloud architecture for complex business needs. • Experience creating and presenting to executive-level technical and non-technical stakeholders. • Existing knowledge and/or industry certifications for Webex Collaboration, Amazon Connect, Genesys Engage/Cloud, Zoom, Google CCAI, NICE CXone, Verint, Calabrio, CRMs, and process automation technologies. • Customer-facing presentation, implementation team leadership, pre-sales, and post-sales capabilities.

🏖️ Benefits

• Great Place To Work 2024-2025 certified employer • Equal opportunity and diverse, inclusive workforce